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Job summary

Main area
Facilities
Grade
NHS AfC: Band 2
Contract
Permanent
Hours
Part time - 20 hours per week
Job ref
409-6994108
Employer
Mersey and West Lancashire Teaching Hospitals NHS Trust
Employer type
NHS
Site
Southport Hospital
Town
Southport
Salary
£23,615 per annum, pro rata
Salary period
Yearly
Closing
Today at 23:59
Interview date
21/03/2025

Employer heading

Mersey and West Lancashire Teaching Hospitals NHS Trust logo

Telecommunications Operator

NHS AfC: Band 2

After applying via NHS ¹û¶³´«Ã½APP, your submitted application will be imported into our preferred Third-party recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs. You will not be able to track the progress of your application or receive messages through the NHS ¹û¶³´«Ã½APP website, and furthermore, as an employer, we will not be able to respond to any e-mails sent to us via the NHS ¹û¶³´«Ã½APP website. By applying for this post you are agreeing to "name of trust" transferring the information contained in this application to its preferred applicant management system. If you are appointed to a post information will also be transferred into the national NHS Electronic Staff Records system.

Job overview

To provide an efficient front line telecommunications service for patients, business callers and staff to the Southport and Ormskirk Hospitals.

The communications operator will answer all calls in a polite and efficient manner and respond to all emergency calls in accordance with Trust and departmental procedures

Main duties of the job

Answer all external and internal calls to the switchboard speedily, courteously and in an efficient manner.

Transfer callers quickly and accurately to their required destination

Operate both the internal Ascom/ RF and external paging systems

Operate a two-way radio communication system

Work effectively as part of the Facilities Management team.

Ensure effective communications within the team including handover at the beginning and end of shift.

Working for our organisation

The Secretary of State has approved the partnership between St Helens & Knowsley Teaching Hospitals and Southport & Ormskirk Hospitals.

From 1st July we have come together as a single organisation under the name Mersey & West Lancashire Teaching Hospitals NHS Trust.

The Trust delivers acute hospital care, intermediate care, community, and primary care services to a population of over 600,000 people with a combined workforce of around 9000 dedicated and skilled staff from 17 locations including Whiston, Southport & Formby, St Helens, Ormskirk and Newton hospitals.

The Trust provides regional services for burns, plastic surgery and spinal injuries to more than 4 million people across Mersey and West Lancashire, Cheshire, the Isle of Man and North Wales.

Our Vision is to deliver 5 Star Patient Care:

  • CAREÌýthat is evidence based, high quality and compassionate
  • ​​​​​​SAFETY that is of the highest standards
  • COMMUNICATION that is open, inclusive and respectful
  • SYSTEMS that are efficient, patient centred and reliable
  • PATHWAYS that are best practice and embedded, but also respect the individual needs of patients

Our achievements include:

  • Trust rated Outstanding by CQC Inspection August 2018
  • Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
  • Awarded National Preceptorship Accreditation (2023) for our Nursing & AHP Preceptorship Programme

Please see our Wellbeing & Benefits booklet for more information on our staff benefits.

Detailed job description and main responsibilities

KEY DUTIES

·ÌýÌýÌýÌýÌýÌýÌýÌý Answer all external and internal calls to the switchboard speedily, courteously and in an efficient manner.

·ÌýÌýÌýÌýÌýÌýÌýÌý Transfer callers quickly and accurately to their required destination

·ÌýÌýÌýÌýÌýÌýÌýÌý Operate both the internal Ascom/ RF and external paging systems

·ÌýÌýÌýÌýÌýÌýÌýÌý Operate a two-way radio communication system

·ÌýÌýÌýÌýÌýÌýÌýÌý Work effectively as part of the Facilities Management team.

·ÌýÌýÌýÌýÌýÌýÌýÌý Ensure effective communications within the team including handover at the beginning and end of shift

Ìý

CLINICAL & PROFESSIONAL RESPONSIBILITIES

·ÌýÌýÌýÌýÌýÌýÌýÌý Maintain a high standard of personal hygiene.

·ÌýÌýÌýÌýÌýÌýÌýÌý Maintain and improve all aspects of the service.

·ÌýÌýÌýÌýÌýÌýÌýÌý Participate in staff involvement groups for all aspects of the Trust Quality Strategy 2016/19

·ÌýÌýÌýÌýÌýÌýÌýÌý Ensure good customer relations with patients, visitors and staff

Ìý

ADMINISTRATIVE RESPONSIBILITIES

·ÌýÌýÌýÌýÌýÌýÌýÌý Respond to Major Incidents following Trust Procedures

·ÌýÌýÌýÌýÌýÌýÌýÌý Respond to any General Alarms activated following Trust and departmental procedures to alert Trust staff

·ÌýÌýÌýÌýÌýÌýÌýÌý Respond to fire alarm activation following Trust and departmental procedures, liaising with alarm companies and the fire service controller.

·ÌýÌýÌýÌýÌýÌýÌýÌý Respond to requests for Emergency teams using the Ascom system following Trust and departmental procedures.

·ÌýÌýÌýÌýÌýÌýÌýÌý Report equipment faults (consoles, Ascom system, alarms etc) in line with departmental procedures over 24 hours.

·ÌýÌýÌýÌýÌýÌýÌýÌý Respond as a help point for visitors using the Trust Car Parks liaising with the Car Park Attendants/Porters

·ÌýÌýÌýÌýÌýÌýÌýÌý Check to ensure on-call information is correct at the beginning of the shift and provide wards and departments on request.

·ÌýÌýÌýÌýÌýÌýÌýÌý Ensure switchboard database is updated, and any changes noted

·ÌýÌýÌýÌýÌýÌýÌýÌý Completion of admin work as seen fit by the Line Manager

·ÌýÌýÌýÌýÌýÌýÌýÌý Issuing of residential accommodation keys

Ìý

TEACHING & TRAINING RESPONSIBILITIES

·ÌýÌýÌýÌýÌýÌýÌýÌý Staff will be trained in all aspects of switchboard duties; Standard Operating Procedures are there to assist.

·ÌýÌýÌýÌýÌýÌýÌýÌý All trained staff are expected to display a flexible and supportive attitude to their work and colleagues, providing guidance and assistance to new or existing members of staff.

·ÌýÌýÌýÌýÌýÌýÌýÌý Participate in the staff appraisal system and attend training in accordance with your personal development plan

Ìý

FINANCIAL RESPONSIBILITIES

·ÌýÌýÌýÌýÌýÌýÌýÌý Ensure economic use of all material

·ÌýÌýÌýÌýÌýÌýÌýÌý Ensure good practice to minimise waste

·ÌýÌýÌýÌýÌýÌýÌýÌý Ensure payment is received for rents in relation to the residential accommodation, as indicated, and receipts issued

Person specification

Knowledge & Experience

Desirable criteria
  • Previous switchboard or call centre
  • NHS experience

Qualifications

Essential criteria
  • GCSE level C (level 4-9) or equivalent in English and Maths
  • Basic Computer Skills
Desirable criteria
  • ECDL

Skills

Essential criteria
  • Customer Care Skills
  • Good Telephone Skills
  • Ability to organise and prioritise
  • Adaptable/ use of initiative
  • Ability to instruct less qualified staff

Other

Essential criteria
  • Varied shifts covering 24-hour period
  • Weekend and Bank Holiday (including Christmas Day) working
  • High level of concentration
  • Varied workload with varying demands
  • Responding to emergency situations calmly and as instructed
  • Office based
  • Lone working

Employer certification / accreditation badges

Nursing TimesNavajo - Merseyside and CheshireNHS Rainbow Badge - BronzePeople Promise

Documents to download

Further details / informal visits contact

Name
Angela Hunt
Job title
Access Control Manager
Email address
[email protected]
Telephone number
01695 656139